In the age of e-commerce, friction in a customer’s journey can quickly lead to a breakdown in retention and subsequently revenue. Through effectively integrating customer data into operational functions, teams can rapidly respond to defects in execution within customer interactions without breaking the customers attention.

Arthur joins us to discuss:

• Statistically connecting operations execution with customer reactions using a CXI
• Proactive customer recovery in real-time
• Embedding CX insights and reporting into the ‘mindset’ of internal teams

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Customer experience is a moving target. Staying out in front of ever-increasing customer expectations requires businesses to be really smart, nimble and move in real-time.

Join Mark Smith, as he describes:

• How results are achieved when companies do real-time right
• Ways to operate in a proactive, predictive and personalized way - at scale
• Pulling analytics and intelligence from every aspect of your business from the outside in to support the holistic customer experience

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Tapping into contact center analytics can help you to identify opportunities to improve customer experiences and lower costs. If you are a customer service or customer experience leader, you are always looking to make experiences as relevant to your customers as possible.

Attend this fireside chat session to learn:

• How to leverage real-time and historical contact center analytics
• To use analytics to identify both key touch points and fracture points to improve customer experiences.
• The possibilities in cutting costs using contact center analytics

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With over 11 million customers, Autotrader is the largest and most well-established automotive marketplace in the UK. Over 80% of commerce now takes place online, this expands to the automotive industry where the online marketplace is often the first ‘forecourt’ buyers arrive. The road through the digital frontier brings new, exciting methods to measure customer behaviour and attention while improving experience analysis - the eyes are the windows to the mind.

Nick joins us to discuss:

• The implementation of eye-tracking technology into e-commerce
• Leveraging insights to improve UX & optimise calls to action
• Achieving ease in the customer journey through sentiment analysis
• How implementation is significantly reducing the marketing costs of their partners

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